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Company | Fireblocks |
Address | New York, United States |
Employment type | FULL_TIME |
Salary | |
Category | Software Development |
Expires | 2023-07-28 |
Posted at | 10 months ago |
Founded in 2018 and already valued at over $8 billion, Fireblocks is a SaaS platform that helps companies to create innovative products on the blockchain and manage day-to-day crypto operations. Fireblocks is trusted by some of the largest financial institutions, banks, globally-recognized brands, and Web3 companies in the world, including BNY Mellon, BNP Paribas, ANZ Bank, Revolut, and thousands more, to securely scale digital asset operations through the Fireblocks Network and MPC-based wallet infrastructure. We have offices in New York, London, Tel Aviv, and Singapore, and we are continuing to expand our teams to reach new customers globally.
- Manage customer Lifecycle touchpoints and interventions with automation and drive continuous process and scale improvement
- Build working partnerships with all field, marketing and Product / Engineering teams and Foster a culture of customer success globally by reinforcing customer centricity in all customer touchpoints.
- Evangelize Fireblocks customer success stories and champion relationships with senior Customer sponsors. Develop effective customer feedback loop and remediate customer issues
- Recruit, build and lead highly functioning, collaborative, empowered remote Customer Success teams
- Execute Customer Success playbooks and engagement models to implement prescriptive best practices and drive thought leadership with metrics to track and measure customer success effectiveness and health metrics
- Deliver Customer Success Outcomes - Increase renewal rates and reduce churn; Drive adoption and new business growth; Improve Net Promoter Score
- Oversee and execute renewals forecasting, operational excellence practices, and bookings
- Identify opportunities, drive business outcomes, ensure customers are successful with Success plans
- Engage with customers to understand their goals and business outcomes with fluency in Fireblocks positioning, competition and product suite
- Experience running Customer Success for SAAS businesses with total revenues exceeding $100MM
- Proven ability to be a change agent by creating or adopting new customer programs that maximize customer satisfaction
- Strong leadership with experience building a high-performance culture that retains top talent and develops future leaders for our growing team
- Excellent communication and presentation skills
- Analytical and process-oriented mindset to use data to drive execution and inform strategy
- A track record of building positive relationships with internal and external stakeholders
- Enthusiastic and creative leader with the ability to inspire and motivate large remote teams Strong empathy for customers AND passion for revenue and growth
- Relevant Bachelor’s degree preferred;
- 10+ years experience in the B2B technology industry, with at least 6+ years experience in leading customer-facing organizations
- Ability to manage influence through persuasion, negotiation, and consensus building
- Passion for solving customer problems and constantly identifying areas for improvement and opportunities to grow
- Demonstrated desire for continuous learning and improvement
- Deep understanding of value drivers in recurring revenue business models
- Ability to travel up to 40% time
- Ideally combined background of post-sale and sales experience
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